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SOME INFO, ANY INFO, PLEASE

Published: 04/01/2012 - Filed under: Editor's Note »

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It was an all too familiar scene.

We were to have left Manila for Hong Kong at 1835, but it was already 1845 and we were still waiting, the children visibly fretful, and some adults, presumably with connections, even more so. I watched them (the bigger passengers, I mean) constantly going up to the counter to ask what the h--- was going on, and time and again, the lady behind the microphone could only shake her head and look apologetic.

While waiting, I learned from texting a friend-executive, connected with the culprit airline, that their first aircraft leaving for the aforementioned destination had been delayed earlier in the morning due to heavier-than-usual cloud formation, which caused as she said, “a domino effect” and therefore, late arrivals throughout the entire day.

I said earlier there was a sense of déjà vu in the situation because how many times have you and I found ourselves in limbo not knowing why something was or was not happening, and this age of relentless information, this can seem extremely frustrating, if unacceptable, especially when there is another plane to catch upon landing. My question is, since there was already a high probability we were not going to leave on time, couldn’t have we been warned earlier instead of having to wait without due explanation? Time and again, we have received complaints about the inability of ground handling staff to put customers at ease during such occasions. Some even mysteriously disappearing when they're most needed. (Believe me, I've had this happen to me in China, and not just once!)

Well, we eventually left – an hour and a half later from the 1835 departure – and by that time, we were all resigned to a late dinner and bedtime, as well as missed connections. Another day in the life of today's traveller.

No one is faulting the airline for putting our safety above all else. Certainly, unquestionably, they should, and we thank them for it. Except that some explanation would have been helpful for us to make any contingency plans. We paid good money to get to where we had to be; surely, they owed us that much.

Margie T Logarta

Managing Editor, Asia

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